Complaints

This profile includes complaints for Acima's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Acima

  PO Box 1667 Draper, UT 84020-1667

  
• 

  Acima

  13907 Minuteman Dr 5th Floor Draper, UT 84020

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 18, 2024 a final same as cash payment was executed by me. The payout amount was 520 and change. The system stated the final payment could take up to a week. November 19th an additional payment was taken by Acima instead of the total final payment and another a week later. After calling, Acima states insufficient funds as the reason for not closing out the loan. I explained the amount given was placed in the account and not touched. The service guy tries to convince me a payout amount and another payment was needed to closeout the account. I explained to him a final payout should include all funds due and that was misleading and a deliberate effort to scam. He put me on hold for a manager that never answered and they have added hundreds to the final payout now after taking 2 additional payments which created the insufficient funds. I explained they would not have still been owed 520 anyway.

  

  Business Response

  Date: 12/02/2024

  For clarification, Acima Leasing (hereinafter we, us, our) does not offer same as cash options. 

  On November 18, 2024, Mr. ****** had a rent payment processing. Later that day, Mr. ****** executed his 90-Day Early Purchase Option (EPO) on our Customer Portal. We confirm that the processing payment was accounted for in the 90-Day EPO amount and that Mr. ****** was made aware of this processing payment. As such, we confirm both payments were necessary to meet his 90-Day EPO. Mr. ****** purchase payment was returned unpaid due to insufficient funds. As a result, we appropriately resumed his regular rent payment schedule. 

  The 90-Day EPO is no longer available to Mr. ******* If he wishes to purchase the leased property, he may execute the second EPO as detailed in his rental-purchase agreement. Alternatively, he may contact us to return the leased property and terminate the lease. 

  We confirm Acima Leasing is not reporting Mr. ****** payment history to the credit bureaus. Given the facts stated, we consider this matter closed. If Mr. ****** has additional questions, he may contact our customer service department at *************** 

• Initial Complaint

  Date:11/28/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  this is my second and final time sending a letter about this account which i still see listed on my credit report that I know is a result of identity theft. i have sent a detail identity theft report. i need to know how your company has validated this account with my signature and a contract with my signature because im not familiar with this. I have recently reviewed my credit report and noticed this account named ACIMA DIGITAL FKA SIMP that I do not recognize, i have not authorized this and have never had any agreement or have done any business with this company. Please provide me with documents proving this is my account. my credit score has always been 780 and up. i just got denied a position at my job because of this fraudulent account reporting to my experian. if this is not corrected, i will have to seek litigation for damages and negligence.

  

  Business Response

  Date: 11/29/2024

  We were unable to locate a lease account in our system matching the identifying information that Ms. ****** provided in her complaint. Ms. ****** may contact our customer service department by phone at ###-###-#### if she has any questions, or if she would like to assist our agents in attempting to locate a lease associated with her information. Additionally, Acima Leasing takes fraud allegations very seriously. If Ms. ****** believes her identity was used to fraudulently create a lease, we request she file a police report and provide us with a full and complete copy of the same at [email protected]. If it is determined that the lease is in fact fraudulent, we will terminate the lease and remove all reporting of it from the credit bureau. Absent additional information, we are unable to make a determination as to whether fraud occurred.     

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I began a lease with ACIMA on 11/11/2024. I received one item and it was in working condition. I received a television via shipping and it is broken on the inside. I have not received a MacBook that was on the lease as well. I have called ACIMA 7 times since I received the TV and there has been no resolution on the broken item and there is no resolution on where the MacBook is. They cannot provide me with any sort of tracking number either.

  

  Business Response

  Date: 11/27/2024

  Acima Leasing received the complaint from Ms. ****** ***** on November 26, 2024. We find it unfortunate she is dissatisfied with the service provided. We confirm we are actively working with her, and our last communication was on November 26, 2024, in which we noted the retailer would be contacting her directly. Ms. ***** may contact our resolutions department directly at ************ for immediate assistance, and we confirm this matter is still open and we will continue to work with her until a satisfactory resolution is reached.  

• Initial Complaint

  Date:11/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  this is fraud i did not open this account i do not no anyone or live at the address used on this account and when i call i get hung up on or put on hold until it hangs up this is ridiculous i am starting to think that acima is scamming people themselves due to the fact they are unresponsive to calls and emails

  

  Business Response

  Date: 11/27/2024

  We note that we spoke to Ms. ******** directly by phone on November 12, 2024, and November 20, 2024, and provided her with steps to resolve this matter. As of todays writing, Ms. ******** has not followed our instructions. We reject Ms. ******** allegation that Acima Leasing is unresponsive to calls or emails, as we confirm we have, in fact, spoken to Ms. ******** directly and have maintained active customer service hours as indicated on our website, with no lapses in coverage during the time the lease associated with Ms. ********* information has remained active.  

  To assist Ms. ********* we have forwarded her information to our fraud team to investigate. They will reach out directly via email, from ******************************* We confirm that a copy of a police report or ************************ Identity Theft Affidavit will be needed, along with a copy of her government-issued ID to continue the investigation. Ms. ******** may also contact our customer service department at ************** with additional questions.  

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22606146
  
  I am rejecting this response because:
  Acima continually puts me on hold than hangs up i so have a police report as well i've had to close my bank accounts that i've had over 20 years yet they still comyinue to push payments thru my old account 
  Sincerely,
  mrs caudillo 
  ******* ********

• Initial Complaint

  Date:11/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear *********** am writing to dispute an account listed on my ********************** report that I believe is fraudulent and was opened as a result of identity theft. The account in question is listed under ACIMA DIGITAL FKA SIMP, which was reportedly opened on 03/01/2021 with the account number ********* did not authorize or open this account, and I have never conducted any transactions with this company. I believe I am a victim of identity theft. To address this matter, I have already filed a formal complaint with the ************************ (***) and reported the issue to ******************** part of my investigation, I am requesting that you investigate this matter and remove this account from my ********************** report immediately. I have enclosed copies of my identity theft report filed with *****************, as well as any supporting documentation I have gathered regarding this fraudulent account.I would appreciate it if you could confirm the removal of this account from my ********************** report and keep me informed about the progress of your investigation.Thank you for your attention to this matter.

  

  Business Response

  Date: 11/26/2024

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Mr. ****** ********* Marine through the Better Business Bureau (BBB) on November 26, 2024. While ********** indicates he enclosed a copy of his identity theft report filed with *****************, we note there were no attachments to his complaint filed through the BBB portal. 
  We conducted a preliminary investigation regarding **********s complaint and determined that the lease associated with **********s information could potentially have been created due to identity theft. As a precaution, we removed our reporting from ******** and terminated the lease in question. Please note that Experian is the only national credit bureau to which we report. ********** can expect to see this change reflected by Experian within 30 days of todays writing. 
  If ********** has any additional questions, he may contact us at ******************************* or at **************.  

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted them to inform them of a fraudulent account being opened in my name, I gave them the date of the emails Ive received and told them I have a order number as well, they, in return, told me to call the police, which lead me to believe that they are complicit in the fraud. They have no fraud or collections **** and basically know nothing about nothing.

  

  Business Response

  Date: 11/26/2024

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Ms. ********* ****** on November 25, 2024, through the Better Business Bureau (BBB), alleging a fraudulent lease was opened in her name. We conducted a preliminary investigation but were unable to determine whether the lease was fraudulently created based on the information provided.  
  
  We confirm we do, in fact, have a fraud department. Ms. ****** may contact them directly by emailing ******************************* We kindly request that she file a police report and/or a ************************ Identity Theft Affidavit and provide a copy of the same to our fraud team, so that we may further investigate. Alternatively, if Ms. ****** has any additional information to support her claims that the lease was created due to fraud, she may provide it to us through the BBB portal.  
   
  Ms. ****** may contact our customer service department at ************** for immediate assistance.  

• Initial Complaint

  Date:11/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase through ******* back in Nov 2023 I purchased a Mattress and a Bed Frame set the mattress was $307 and the bed set was about $1200. The bed frame was the wrong color and so it was returned to ******* that same month in which they issued a refund in that same month; one for $500+ and the other for $390. The early 90 day lease pay off would end on 2/6/24. My lease was just completely paid for on 11/16/24 and I didnt realize that payments were still getting taken out as it should have already been paid off. I noticed that I ended up paying $1500+ I called the company because that is way more than any of the things that I bought and I noticed that the refund was never applied when it was supposed to in November of 2023. I called the company (Acima) a few months after the purchase when I first noticed that a refund wasnt applied. They told me I needed to contact ******* about my refund and it was nothing they can do because its not showing on their end. I contacted ******* and they said the refund was sent to Acima. Nothing was ever done. Fast forward to me getting an email about the lease being paid off and the amount that was paid. I contacted Acima again as the amount was never changed and never refunded. I have gotten a run-a-round for a week. Saying I need to contact the resolutions ***** then them saying I need to contact *******. ******* contacted them and confirmed they refunded the amount since November. I finally got through and spoke with ***** ******* in the resolution ***** and he told me I have two refunds and he is going to try and get authorization to refund it. He comes back and tells me it was denied because I never paid off my lease within 90-days. THE REFUND WAS NEVER APPLIED IMMEDIATELY IN THAT NOV 23 for me to pay off the lease. Now they are saying that I cant get a refund! So I paid for an item that I never received and they never adjusted my account immediately. This is not right. I need to be refunded. I will press charges!

  

  Business Response

  Date: 12/03/2024

  Acima Leasing (hereinafter "we," "us," "our") received Ms. ****** ****** complaint on November 25, 2024. Upon receipt of the complaint, we attempted to contact Ms. ***** directly but were unable to establish contact. We ask that Ms. ***** contact our customer service department at her earliest convenience by calling **************, so we can take resolving action. As we are waiting for Ms. ******* communication, we consider this complaint closed.  

• Initial Complaint

  Date:11/25/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We went and bought a bed and couch, we were told we had 12 months zero interest. Now that we are at the end of paying that off the leasing company is saying we only had four months and since we went over that the price has went from ******** to ********. I made a report before about **** discount but the business is Acima leasing. The day we got the furniture in April the only paper work they gave us had the original amount on it. When we went back to ask why the amount had went up so much they gave us what they said was the original agreement. I would have not signed a contract for four months. I would have not had enough money to pay it in that amount. After finding this all out and waiting on a response from the BBB I found out that the company is in a lawsuit with the consumer financial protection bureau already so Im not sure what Im supposed to do. I have bank statements showing *** almost paid the bed and couch off and only owe them about 200 dollars more. I cant afford to pay them anymore than that. We was never told what we was signing only that we had 12 months to pay it off. On July 26, 2024 The ************************************ (****) filed a lawsuit against ************************************ and Acima Digital, LLC (collectively, Acima), and Acimas founder and former CEO, ***** ****** alleging that Acima misled and harmed consumers through deceptive dark patterns, false marketing, trapping borrowers, and inaccurate credit reporting. The **** further alleges that Acima disguised many high-cost credit agreements as leases to evade consumer financial protection laws.

  

  Business Response

  Date: 11/26/2024

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Ms. ***** on November 25, 2024, through the Better Business Bureau (BBB). We investigated her complaint and provide the following response.  
  
  Pursuant to our records, on April 6, 2024, Ms. ***** entered an independent third-party retailer ***** Discount Furniture (the Retailer) located in *********, ********. While with the Retailer, she applied and was approved for our leasing services. On that same date, Ms. ***** selected leasable merchandise (the Property). Acima purchased the Property, and Ms. ***** electronically entered into a rental-purchase agreement (the Agreement) wherein she agreed to rent the Property from Acima. Pursuant to the Agreement, to obtain ownership of the ****************** could execute any early purchase option in the Agreement or elect to make 24 twice-monthly renewal payments of $348.42 plus an initial rent payment of $49.00, for a total of $8,410.95 (the Total of Payments). Alternatively, she could terminate the Agreement at any time. We confirm Ms. ***** was provided a full copy of the Agreement at the time she entered the lease. Ms. ***** may also view a copy of the Agreement at any time by logging into the Acima customer portal located at ************************************************************;
  
  Acima Leasing does not use or promote the term zero interest. Noted on the face page of the Agreement it is stated, The Agreement includes a 90-day Early Purchase Option. This Early Purchase Option may be an amount greater than the retailers sale price and not same as cash. Please note, the expiration of Ms. ****** first 90-Day EPO does not constitute an increase to her payment obligations. It simply means this option is no longer available. The Total of Payments as well as all other terms and conditions were set forth at the initiation of the Agreement and have not and will not change.      
  
  Ms. ***** desired resolution is a billing adjustment. We will not grant this request. We confirm that we provided Ms. ***** all necessary disclosures, including all amounts were presented at the signing of the Agreement, and Ms. ***** has not executed an early purchase option.  
  
  As we have provided a full response to Ms. ****** complaint, we consider this complaint closed. If Ms. ***** has any additional questions regarding this response, or would like to explore termination options, she may contact our customer service department at **************. 

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22593686
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a year of h*** I made arrangements this last time to get this account back on track. They did not institute an ach directly from my bank account as they had in the past. Payments were denied because they continually tried using my debit card. I keep my debit off unless I need to use it. I finally was able to get acima to use ach appropriately. What did they do? Tanked my bank account. Put me in the negative. Cost me a 35 nsf charge. Then promptly turned around and took additional payments which took my rent money. Since Oct 31st they have taken over 1000 bucks from me. Argued me in the dirt so they don't have to refund anything and I had to revoke my authorization for ach. I'm joining the class action lawsuit. They took 410 additional and are now trying to tell me I'm still in arrears. This is my 5th purchase with them. I have always been a loyal outstanding customer. I will never use them again after this. I'm begging to keep my home now thanks to their deceptive practices. I have also added them to a debt consolidation I have begun. I legally notified them I revoked their ach authorization in writing. I now have to put a stop payment with the bank. They again tried to debit my account yesterday. I had moved my money to another account because of them. Payments aren't even due until next Friday. They are thieves.

  

  Business Response

  Date: 11/26/2024

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Ms. *** **** on November 23, 2024, through the Better Business Bureau (BBB). We investigated her complaint and provide the following response.  
  
  Ms. **** claims they did not institute an ach directly from my bank account as they had in the past. We note that until the October 31, 2024, payment, all Ms. ***** renewal payments have been made from the card on file. Customers may change their method of payment at any time, and make changes to upcoming payments as long as we are contacted at least two business days prior to the payment due date.  
  
  We further investigated the payments made by Ms. ***** We confirm all rent payment and catch-up payments were explicitly authorized by Ms. ***** including the amount, frequency, and method of payment.  
  
  Ms. **** alleges she legally notified them I revoked their ach authorization in writing. This is not true. We reviewed our records and were unable to locate any requests from Ms. **** to cease automatic payments. To assist, we have turned off automatic payments on Ms. ***** lease. She will not have any further payments automatically attempt. Ms. **** may contact our customer service department to make one-time payments manually.  
  
  Ms. ***** desired resolution is a refund. Upon review of her lease, we note that Ms. **** had requested a refund of the previously authorized payment of $410.60 including tax, from November 15, 2024. We reject Ms. ***** allegation that this payment was unauthorized, and confirm we have a recording of Ms. **** authorizing the payment in question, while on the phone with an Acima Leasing representative. We note that Acima Leasing is not obligated to refund renewal payments, however, as a one-time courtesy, we have initiated a refund of the renewal payment from November 15, 2024, of $410.60. Please allow 3-10 days from todays writing for Ms. **** to see this reflected in her account, depending on her banks processing times.  
  
  As we have granted Ms. ***** request, we consider this complaint closed. She may contact our customer service department at ************** with further questions.  

• Initial Complaint

  Date:11/20/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with ACIMA DIGITAL FKA SIMPLE. I do not have a contract with ACIMA, they did not provide me with the original contract as i requested.

  

  Business Response

  Date: 11/21/2024

  Acima Leasing has searched our database and are unable to locate the agreement referenced in Ms. ******* *****’s complaint. Please be advised, this does not mean that a rental agreement does not exist under another spelling, name, or other classification. Ms. ***** may respond to this complaint with additional identification information, such as the lease number, so we may better assist them with their concerns.  
  
  Until Acima Leasing receives the requested information, we are unable to address this complaint. Ms. ***** may contact us at ###-###-#### with any additional questions. 

  Customer Answer

  Date: 11/25/2024

  I've attached a copy of 2 letters that were mailed out to Acima. No response or action has been taken within the 30 days of notice. This is my final attempt to have Acima correct and remove all fraudulent information, or I may pursue legal remedies including statutory damages for willful noncompliance.

  

  Business Response

  Date: 11/26/2024

  Acima Leasing has searched our database and are unable to locate the agreement referenced in Ms. ******* *****’s complaint. Please be advised, this does not mean that a rental agreement does not exist under another spelling, name, or other classification. Ms. ***** may respond to this complaint with additional identification information, such as the full lease number or a copy of the indicated reporting, so we may better assist them with their concerns.  
  
  Until Acima Leasing receives the requested information, we are unable to address this complaint. Ms. ***** may contact us at ###-###-#### with any additional questions. 
  

  Customer Answer

  Date: 11/28/2024

  
  Complaint: ********
  
  I am rejecting this response because: Acima has not provided me with any proof that I owe this charge off since 2022. Under the FCRA, I’ll be seeking legal counsel for statutory damages due to Acima furnishing inaccurate information about a debt, such as incorrectly reporting a charge-off while still claiming I owe the debt to the credit bureaus. 
  
  Sincerely,
  
  ******* *****